Refund policy

RyuGear Warranty, Returns & Cancellation Policy

At RyuGear, we want you to shop with complete confidence. Our promise is simple: if something goes wrong with your product due to a genuine issue, we’ll take care of it fairly.

We believe in trust, fairness, and transparency. This policy protects you while ensuring smooth resolutions for everyone.

1. Pre-Order & Cancellation Policy

Cancellation Window: Orders cannot be cancelled once packed and prepared for dispatch.
Pre-Orders: Pre-Orders generally cannot be cancelled once the order is placed with the manufacturer.
Delays: Pre-Order shipping estimates are subject to possible delays of 1-2 weeks due to customs or logistics. We appreciate your patience in these cases.
Fees: Cancellation before the order is packed will not incur any charges.

2. Unboxing Video – Mandatory for Claims

To process claims for damaged, missing, or DOA (Dead on Arrival) products, customers must provide a continuous, uncut unboxing video.

Unboxing Guidelines:

Show the sealed package from all sides before opening. The tape/seals must be intact.
Record the entire opening in one take – no cuts, no edits.
Clearly show the product box before opening.
Display all contents inside the box (mouse, dongle, cables, accessories, etc.).
Inspect the product in the video – show condition and check for defects.

⚠️ Without a valid unboxing video, we cannot process claims for missing or damaged items.

3. Dead on Arrival (DOA) & First 7 Days Policy

If your product arrives defective or damaged, report it within 7 days of delivery.
In this window, our first course of action will be a free replacement (including return pickup at our cost).
If a replacement is unavailable, a full refund will be issued.
Note: Returns are not accepted if you are missing original accessories/boxes or if the item is physically damaged by the user.

4. Standard Warranty (After 7 Days)

All keyboards and mice come with a 1-Year Standard Warranty, unless otherwise stated.
Batteries & Cables: Internal batteries and USB cables carry a 6-Month Warranty.
Scope: Warranty covers manufacturing defects only.

Resolution Process (After 7 Days):

Repair: Our first step is to attempt a repair of the unit.
Replacement: If repair is not possible, we will provide a replacement unit.
Refund: If stock is unavailable for replacement, a refund will be issued.

5. What Warranty Covers

Non-functioning switches or keys (not caused by misuse).
PCB, Sensor, or Controller failures.
Connectivity issues (2.4GHz / Bluetooth faults).
LEDs or lighting not functioning as intended.

6. What Warranty Does NOT Cover (Exclusions)

Physical Damage: Drops, liquid spills, power surges, or breakage due to excessive force.
Wear & Tear: Shine on plastic, scratches on bodywork, loosening of USB ports over time, or degradation of battery life due to age.
Modifications: Opening the mouse/keyboard, lubricating switches, foam modding, or applying films will void the warranty.
Subjective Feel: Variation in switch feel, "pinging" sounds, or factory lubrication differences are not covered defects.

7. Consumables (Mousepads & Skates)

Items that naturally wear down are considered consumables and have limited coverage:

Items: Mouse skates (PTFE), Grip tapes, Mousepads.
Policy: These are not covered under standard warranty. They are eligible for replacement only if received defective out of the box (reported within 7 days with video).
Mousepads: Stitching issues or glide wear over time are not covered unless it is a manufacturing defect visible immediately upon unboxing.

8. Refund Timeline

Refunds are approved only after the return reaches our warehouse and passes inspection.
Once approved, refunds are processed within 7–10 business days to your original payment method.
For Cash on Delivery (COD) orders, we will request your bank details to manually transfer the refund.

9. Contact Us

For any warranty claims or support, please contact us with your Order ID and Proof of Issue:

Email: support@ryugear.in